Bhavani Polimetla's Notes

ITIL

Self-service concept in service desk: Airtel want to reduce time to shop. This reduces dependency on system to do shopping. Hence improves customer satisfaction, reduces time to shop, commits customer quickly, and reduces resources/assets in system hence saving money. Also easy to manage services in backend.

Service Catalog: Providing services in the form of catalog. We called this as business catalog. Underlying decomposed further to team to support/serve and implement. Internal services are called Technical service catalog.

Enhanced Service: Service which enhances existing service is called enhanced service.

What customer seeing is business service catalog. This forces the customer to buy predefined packs.

This is service catalog at 2nd level. This also helps as technical service catalog in Airtel organization.

These are enhanced services..Core services must be existed to add enhanced services

Think on this and we can see crystal clear following of ITIL for Service Management.
This helps customers and organization to have clearly defined Service Level Agreements.

Like this:

ITIL, formerly known as the Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) ..Read more

This is the best framework useful for Service Management. It is applicable in our day to day lives. In one way all organizations are service organizations. Providing service is key to survival of business. Best way to see the benefits of ITIL is attend ITIL Foundation course or go through respective books. Knowingly or unknowingly businesses are following ITIL. If they can practice ITIL Prescription, it helps all stakeholders.